An organization’s self-service offering relies heavily on an updated knowledge base, but keeping it current can be a challenge. With the help of artificial intelligence (AI), like the InvGate Service Desk Knowledge Article Generation feature, managing knowledge becomes easier.
According to Microsoft, the majority of users expect self-service support from brands, making it essential to have up-to-date knowledge base articles. This not only prevents user frustration but also reduces the workload on help desk agents.
The Knowledge Article Generation feature of InvGate Service Desk allows you to quickly convert service incident resolutions into draft articles in under 30 seconds. This saves time for agents and ensures that the knowledge base is continuously updated. It is part of the AI Hub, which offers various AI capabilities to IT teams.
By using this feature, agents can easily turn resolved tickets into draft articles with just a click of a button. The system generates a rough draft based on the ticket details, which can then be reviewed, edited, and submitted for approval.
Implementing AI in knowledge management brings several benefits, including automated drafting, a complete knowledge base, and promotion of self-service options for end-users. By leveraging AI, you can streamline the process of creating and updating knowledge articles.
AI can also be used in other areas of IT support, such as generating responses, summarizing tickets, and improving collaboration through knowledge sharing. By activating the AI Hub in your cloud instance, you can access these features and enhance your organization’s efficiency.
If you haven’t tried InvGate Service Desk yet, you can sign up for a 30-day free trial to experience the benefits of AI-powered knowledge management firsthand. By utilizing AI technology, you can create a more dynamic and engaging knowledge base that meets the needs of your users and improves overall productivity.
